Job Purpose:
The Director - Community Management is a senior leadership role responsible for defining, leading, and executing the overall strategic vision for community management across Dubai Holding Community Management's Zones assigned. This role ensures the consistent delivery of exceptional resident experiences, drives the long-term value and sustainability of managed communities, and oversees the comprehensive operational excellence, resident relations, and financial performance of the Community Management department.
Key Responsibilities:
1. Strategic Leadership & Vision:
- Define and champion the strategic direction for Community Management, aligning it with DHCM's overarching business objectives, growth strategies, and commitment to creating vibrant communities.
- Develop and implement innovative community management models, policies, and best practices that set industry benchmarks.
- Provide expert guidance and thought leadership on all aspects of community living, resident engagement, and property management.
2. Portfolio Oversight & Operational Excellence:
- Oversee the comprehensive management and operational performance of a diverse portfolio of communities, ensuring consistent high standards of maintenance, cleanliness, security, and service delivery.
- Establish robust Service Level Agreements (SLAs) with all service providers and contractors, implementing rigorous performance monitoring and management frameworks.
- Drive operational efficiencies and cost optimization initiatives across all community management functions without compromising quality.
3. Resident Experience & Engagement Strategy:
- Lead the development and execution of a world-class resident experience strategy, fostering strong community spirit, engagement, and loyalty.
- Implement advanced mechanisms for capturing, analyzing, and acting upon resident feedback to drive continuous improvement and proactive problem-solving.
- Ensure effective and transparent communication channels with residents and community associations.
4. Financial Stewardship & Budget Management:
- Take full accountability for the financial performance of the assigned communities, including strategic planning, development, and rigorous management of substantial operational and capital budgets (e.g., service charges).
- Conduct high-level financial analysis, forecast performance, identify significant variances, and implement strategic corrective actions to ensure fiscal responsibility and profitability.
- Oversee the efficient collection of service charges and proactive management of complex financial matters related to communities.
5. Regulatory Compliance & Governance:
- Ensure strict adherence to all relevant local laws, regulations, and industry standards pertaining to community management, owner association management, and property operations in the UAE.
- Establish robust internal controls and governance frameworks to mitigate risks and ensure ethical conduct across the department.
- Liaise proactively with government authorities, regulatory bodies, and master developers on all compliance matters.
6. Team Leadership, Development & Talent Management:
- Lead, mentor, and develop a high-performing team of Community Management professionals (including Senior Managers, Managers, and Supervisors), fostering a culture of excellence, accountability, and continuous professional growth.
- Oversee talent acquisition, development, and retention strategies for the department, ensuring a strong pipeline of skilled professionals.
- Champion DHCM's values and promote a positive and inclusive work environment.
7. Strategic Stakeholder Management:
- Build and maintain strong strategic relationships with key internal stakeholders (e.g., Technical, Finance, Customer Experience, Legal, Business Development, Digital Transformation) to ensure integrated service delivery and organizational alignment.
- Cultivate influential relationships with external partners, master developers, regulatory bodies, and community leaders.
8. Reporting & Performance Analytics:
- Present comprehensive strategic reports on overall community performance, financial health, resident satisfaction, and key operational metrics to executive leadership, providing data-driven insights for critical decision-making.
9. Health, Safety, and Environmental (HSE) Responsibilities:
- Ensure full compliance with DHCM's Health, Safety, and Environmental (HSE) Policy, governance framework, and standards by conducting all tasks according to HSE procedures, attending mandatory training, actively reporting hazards, near misses, or incidents, and utilizing appropriate Personal Protective Equipment (PPE) as identified in risk assessments.
Qualifications, Experience, & Skills:
Qualifications & Experience:
- Bachelor's degree in business administration, Property Management, Real Estate, or a related field. A master's degree (e.g., MBA, Real Estate Management) is highly preferred.
- Minimum of 15+ years of progressive experience in community management, property management, or large-scale real estate operations, with at least 8+ years in a senior leadership or directorial role overseeing significant portfolios.
- Proven track record in developing and executing strategic plans, managing large operational budgets, and leading multi-disciplinary teams in a dynamic, high-growth environment.
- Extensive knowledge of community living concepts, owner association management, real estate development cycles, and relevant local/international regulations.
Skills:
- Exceptional strategic thinking, visionary leadership, and decision-making capabilities.
- Superior communication, negotiation, and influencing skills, both written and verbal, capable of engaging at all levels, including executive boards and government entities.
- Outstanding analytical and problem-solving abilities, with a strong emphasis on data-driven insights and continuous improvement.
- Proven ability to build and lead high-performing teams, foster collaboration, and drive organizational change.
- High level of commercial acumen and financial literacy.
- Proficiency in advanced property/community management software, CRM systems, and business intelligence tools
